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SugarCRM Version 10.2 (Q4 2020) Update – Release Notes

SugarCRM Version 10.2 (Q4 2020) has been released!

In this post, we explore the changes users should expect in the SugarCRM Version 10.2 (Q4 2020) Update.

SugarCRM’s Version 10.2 update applies to Sugar Professional, Sugar Enterprise, Sugar Sell and Sugar Serve Users. If you are hosted with Sugar, you either have already or will receive this update within the next weeks.

Note: SugarCRM Version 10.2 is only available for SugarCloud (Sugar-hosted SaaS) deployments. If you are hosted on-site or with us, you will be receiving your next major release in Summer 2021.

SugarCRM Version 10.2 Release Notes

Let’s take a look at the new features added to Sugar (we will highlight if any of these features have been added to the Sugar Sell, Serve, Sugar Enterprise and/or Sugar Professional edition).

Coterminous Add-Ons for Revenue Line Items

Note: Sugar Sell only.

In case you are selling license subscription based services, this will be an interesting one for you.

Quite often we see the need to make adjustments to subscription based services, e.g. adding further licenses for the remainder of the service period, without affecting the service end date.

With Sugar you can now add products and services to an existing Purchased Line Item record (representing a service the customer already bought) to support coterminous add-ons.

Additionally, if the add-on service is renewable, Sugar will automatically update your renewal opportunity and revenue line item related to the original purchase.

Note that the Purchase Line Item has to be marked as a ‘Service‘ for the Add-On option to be made available.

Do Purchases and Purchased Line Items sound new to you? Check the Sugar 10.1 Release Notes for further details on these two new modules.

Either add a new line item to an existing Opportunity or create a new Opportunity. In either case, the Service End Date and Duration will be automatically calculated, leaving the Start Date for you to choose. 

SugarCRM Add-On Revenue Line Item

If you mark the Revenue Line Item as ‘Renewable’, once closed won, the add-on will be automatically added to your existing (or new) renewal Opportunity.

Note: For the two line items to merge you’ll want to use the Sugar Product Catalogue and assign a product to your line items which has a default service duration set (e.g. 1 Year duration). This is to ensure that the added quantity (or line item) on your renewal Opportunity retains the same service duration. This brings us to the next new item.

Flexible service duration

Note: Sugar Sell and Sugar Enterprise features only.

Now that a service duration can be set on product level, you can specify if the service duration is locked or if users can modify the default service duration on line items.

Next to this additional feature, you now have the ability to modify the Service Duration from Opportunity Level for all service related open Revenue Line Items.

SugarCRM Service Duration Opportunity

Multiple Quotes from one RLI

Note: Sugar Sell and Sugar Enterprise feature only.

You can now generate multiple quotes from the same revenue line item(s).

Group your report results by account for purchased line items

Note: Sugar Sell, Sugar Serve and Sugar Enterprise feature only.

You can now select the related account as a group-by option for Purchased Line Item reports.

Shifts and Shift Exceptions subpanels

Note: Sugar Sell, Sugar Serve and Sugar Enterprise feature only.

To view a specific users Shift and Shift Exceptions information, you can now find new subpanels in the Users and Employees module.

Users Employees Shifts SugarCRM

Working with Shift and Shift Exceptions is incredibly useful as it doesn’t only provide other Sugar users visibility on team members working hours, timezones and days off work. This data can also be used by SugarBPM, ensuring that activities are only scheduled for when the user is at work.

Note: To access the Shift Exceptions module, you have to access the Shifts module first and open the actions dropdown list from the menu bar. Here you will find the Shift Exceptions View.

SugarCRM Shift Exceptions

Never used the Shifts and Shift Exceptions modules before? Have a look at our Sugar 10.1 Release Notes for further details.

Dashboard Enhancements

Note: Sugar Sell, Sugar Serve and (some) Sugar Enterprise and Sugar Professional features only.

Resizable Dashlets

Dashlets can now be resized independently of other dashlets by clicking and dragging their lower corners.

Dashlets Resize SugarCRM

Unlimited Dashboards

Dashboards can now include an unlimited number of dashlets.

Active Subscriptions Dashlet (Sugar Sell and Serve only!)

The Active Subscriptions dashlet is now available for all record view dashboards where the module has a relationship to Accounts.

Knowledge Base Search Dashlet (Sugar Sell and Serve only!)

This dashlet can be added to any type of Dashboard. It provides the user with all Knowledge Base Articles displayed in a tree structure dashlet. Expand the tree structure to access a KB Article which will open in a new browser tab.

Interactions Dashlet (Sugar Sell, Sugar Serve and Sugar Enterprise only!)

What a great addition to SugarCRM’s set of default dashlets!

The Interactions Dashlet can be added to the Accounts, Contacts, Leads and Opportunities Record View layout. It provides you an overview of all activities – with the most recent activities listed at the top. This includes calls, meetings, emails and notes.

Click on an activity to reveal further details.

Contact Interactions Dashlet Expanded

This dashlet is also available on the Account Detail and Opportunity Detail drawers of the Renewals Console.

User Interface Improvements

Note: Sugar Sell, Sugar Serve, Sugar Enterprise and Sugar Professional features.

Audit Log for Activities

Much missed, but finally back! Audit Logs for Calls, Meetings and Tasks can be enabled again. Any field that you want to include in the audit trail, simply tick the ‘Audit’ checkbox in Administration > Studio.

Descriptive Logic Hook Audit Logs

Audit log entries generated by custom logic hooks will now display the name of the logic hook as the audit ‘Source’. This will give users a better understanding where automated changes are coming from.

Increased List View Filter limit

The default number of List View filters has been increased to 50.

Configurable subpanel columns

Where subpanel columns used to be static, you can now customise the width of each column. Same as with List View columns, the configured width will be stored in your browser cache. Additionally, you can now also add and hide subpanel columns with the gear icon.

SugarCRM subpanel configuration

Service-focused Enhancements

Note: Sugar Serve only.

SugarLive Contact Center Tool

Important: An Amazon Connect (similar to a chat bot) instance is required to use this feature.

This omni-channel tool uses Amazon Connect to allow customer service agents to communicate in real-time with clients while updating relevant customer data. Here are the key features:

  • SugarLive is available in the footer and pops up automatically when a call or chat is routed to you
  • When you accept an incoming call or chat, the full view opens including a panel allowing you to search for, view, and update records relevant to the customer or case
  • A call or message record is created for each completed conversation to track the communication.

SugarCRM SugarLive

‘Request To Close’ Case button in portal

A new button has been added to portal case records that allows customers to easily communicate that it is safe to close their case.

New module: Messages

The Messages module has been added to track online interactions such as instant messaging or social media.

SugarLive uses it to record the details and chat transcript of chats with customers.

Sugar Serve Messages module

Message records are also included in the Case and Contact Interactions dashlets.

SugarBPM Enhancements

Note: Sugar Sell, Sugar Serve and Sugar Enterprise features only.

New ‘is one of’ operator

Where previously it has been tricky to evaluate the condition of a multi-select field by only using ‘is’ and ‘is not’ operators (with more than 5 multi-select values, the value combinations already feel endless…), we now have a new operator: ‘is one of‘.

We did wonder why no ‘is not one of’ operator was added, however you can simply replicate this condition by using the ‘NOT’ operator, similarly to this example:

Relate fields in field evaluations

So far field evaluations could only be completed on the target module and related modules via a two-way relationship. You will now be able to use Relate type fields in Process Definition field evaluations so they can be used as a criteria in conditions.

Send message to all teams on the record

A new option has been added to the recipient list when using the Send Message and End events: ‘All teams assigned to the record‘. This option will dynamically add all teams on the target record to the recipient list.

Studio Enhancements

Note: Sugar Sell, Sugar Serve, Sugar Enterprise and Sugar Professional features.

New field type: AutoIncrement

An auto-increment field type allows admins to add a unique numerical ID to module records. This field cannot be edited by end users as the value is auto-generated on record creation.

Unfortunately, there is no option to add a prefix to your numerical ID (customer numbers starting with non-numeric characters, e.g. ‘SUG-10001’) nor to use AutoIncrement type fields in other field calculations (such as a concatenate formula in a Textfield), however we will sit tight as we suspect this to be added in a future release!

Make a field conditionally required

Requested by many, we can now mark a field conditionally required (e.g. if an Account record is of Type ‘Customer’, make the Service Level field required).

Studio Required Field Conditional

The formula logic to use is the same as setting a field dependency via a formula.

Note that you can still set a field to be required without specifying a ‘Required if’ condition. Simply set the checkbox for ‘Required Field’. If the formula field is left blank, the field will be set as required in any case.

Sugar Logic changes

Following formula functions have been added or updated:

  • str_replace() : This new formula lets you replace portions of text within a string
  • year() : This new formula lets you return the year value from a date field
  • isInList() : This updated formula now lets you pass a multi-select field as a second parameter.

Admin Enhancements

Note: Sugar Sell, Sugar Serve, Sugar Enterprise and Sugar Professional features.

OAuth2 for Google Mail and Exchange Online

Sugar now supports OAuth2 connections to Google Mail and Exchange Online when configuring the system outbound email, system inbound email and user email accounts in Sugar.

Microsoft connector

Administrators can now configure the Microsoft connector via Admin > Connectors to allow Sugar to connect to the Microsoft API Services via OAuth2 to send outbound emails as well as receive inbound emails.

SugarIdentity Enhancements

Note: SugarIdentity-enabled instances only.

Want to know more about SugarIdentity? Please read our post on introducing SugarIdentity to you.

Change Password capability for users

A feature that will make user management much simpler going forward. The previously existing Sugar feature of changing your users password in the Sugar application has now been re-introduced for SugarIdentity-enabled instances. The Change Password option is now available in the profile dropdown menu.

Update existing user records via import

Same with the change password feature, a previously used function from the Sugar application has been re-introduced for SugarIdentity-enabled instances: User record updates via import.

If you are familiar with the import wizard, you will very quickly see that this is Sugars standard import wizard which guides you through the various import steps.

SugarCloud Settings link

The SugarCloud Settings link is now available on the Admin page for administrators to easily access the SugarCloud Settings console.


Conclusion on SugarCRM Version 10.2

Please don’t hesitate to contact us should you require any further information on SugarCRM Version 10.2 and we will be more than happy to help you!

Want to know what was released in Sugar 10.1 this autumn? Check out our previous blog post here:

SugarCRM Version 10.1 (Q3 2020) Update – Release Notes

New to SugarCRM?

Click here to Sign up for FREE!

Technical CRM Helpdesk – Peterborough

Sugabyte is looking for a technical support engineer to help support our customers who use SugarCRM.  Not purely technical, but also consultative – you will be helping our customers via telephone, ticketing system and remote screenshare. SugarCRM is a Customer Relationship Management web application. You will be given full training on the ‘ins and outs’ of SugarCRM, how our customers use it and how we support it. Your duties include:

  • Management of inbound tickets/email
  • Prioritising workload
  • Troubleshooting technical application errors
  • Populating our knowledge-base system for faster future resolutions
  • Receiving phone calls from our customers
  • Regular reach out to our customers (email and phone)
  • Host online training screenshare sessions (you will be the expert with SugarCRM!)

About you

  • Good eye for detail and documenting your work
  • Passion or strong interest in web technologies and I.T
  • Excellent telephone manner
  • Able to work well in a team (we all help each other out)
  • Very good English language speaking and writing skills

What we offer you

  • Training & support throughout your career
  • Competitive salary dependant on experience (20k to 30k dependant on experience)
  • Opportunity to grow and advance in an exciting and fast-growing company

About us

Sugabyte is one of Europe’s leading SugarCRM Implementation Partners. We re-sell and implement CRM technologies from our partner; SugarCRM. Based in Peterborough, we have been implementing Sugar (and associated technologies) for the past 8 years. With 250+ projects under our belt, we’re extremely experienced in helping companies sell better, market better and provide their own customer experiences worthy of the 2020 name tag. Our team is our most prized asset and over the years we’ve been blessed to have talented, interesting, and focused team members. In recruitment,  our key focus is you, over your skill-level. Our careful selection of members to date has resulted in a wonderful working environment. We have a generous working space at our new office in Peterborough with plenty of parking, open working atmosphere and a pool table for tournaments.  Everyone works on a MacBook with dual external 4k displays. Organisations around Europe rely on Sugabyte to help and assist with their CRM projects. Many view Sugabyte as an extension of their own team! ‘ The CRM department’. 2020 will be a big growth year for us, are you along for the ride?

How to apply:

Email your CV to [email protected]

 

Note to Recruiters and Placement Agencies:  Sugabyte does not accept unsolicited agency resumes. Please do not forward unsolicited agency resumes to our website or to any Sugabyte employee. Sugabyte will not pay fees to any third-party agency or firm and will not be responsible for any agency fees associated with unsolicited resumes. Unsolicited resumes received will be considered the property of Sugabyt and will be processed accordingly. 

Coming to Sugar: The power of AI

Artificial intelligence is slowly infiltrating every aspect of our world from our homes, to business, security & intelligence and science. With the internet in its infancy, only corporations and governments with supercomputers could leverage the power of machine learning. Today, businesses are gaining huge momentum on leveraging the data they collect to go far beyond standard reporting and traditional trend analysis and predictions.

Node.io is one of the first companies to offer an AI platform with their deep learning models as a service. With SugarCRM’s recent acquisition of Node.io, SugarCRM’s customers will be able to surface impressive predictability to deliver a high definition view of your customers, leads, pipeline, and other key indicators of which drive real decisions.

I’ve seen so many marketing departments really stretching the definition of AI within their tools (you know who you are!), to the point where I have to laugh sometimes. So i’m naturally sckeptical about these kinds of claims. However, after speaking personally to individuals inside of SugarCRM who have seen what Node.io can do, i’m genuinly excited for us at Sugabyte and our customers.

Hindsight is a wonderful thing but foresight is better.

Here’s their press release: (source)

CUPERTINO, California – August 24, 2020 – SugarCRM Inc., the innovator of time-aware customer experience (CX), today announced the acquisition of Node Inc., an artificial intelligence (AI) platform that leverages CRM data and vast external sources to deliver an unparalleled level of predictability across a whole array of different business use cases. The acquisition fuels Sugar’s time-aware CX platform by automatically forecasting expected outcomes and highlighting previously unforeseen challenges and opportunities. 

Making sense of data is a perennial issue for companies. Deep learning models are limited by the quality and quantity of input data, which historically has been inaccurate or incomplete in real-life CRM implementations. Node’s deep learning models identify signals with up to 81% greater accuracy than heuristic-based approaches to deliver the tangible benefits of heightened performance and true predictability.

“Sugar has been a fantastic platform at its heart,” said Paul Greenberg, president of the 56 Group and author of CRM at the Speed of Light. “Adding Node has the potential to bring impressive predictive accuracy to Sugar’s platform and products. And now more than ever it is critical to leverage all available data and signals to work towards better outcomes for both customers and the business alike.”

Today’s acquisition is the latest in a series of innovations supporting Sugar’s vision for the next frontier of high-definition customer experience (HD-CX) which began last year with the launch of Sugar’s time-based, no touch CX solutions for sales, marketing and service teams. 

“Obtaining a high definition view of your business and customers, from pipeline to forecasting, is all about replacing a fragmented, dated, and distorted picture with one that is sharply focused and rich in breadth and depth,” said Craig Charlton, CEO of SugarCRM. “Sugar is democratizing AI, ushering in a new frontier in CX with its powerful combination of AI, time-aware and data enrichment, to drive business performance and enable predictability for companies of all sizes.”

Extending Sugar’s time-aware CX platform, Node’s AI technology adds the most coveted element of time—the future. The combined solution offers wide-ranging capabilities for sales, marketing and service teams and include (but are in no way limited to):

  • – Identifying customers most likely to churn, giving precious runway to remediate and engage with customers in the most strategic way possible
  • – Predicting likelihood to convert from lead scoring models
  • – Insight-driven forecasting and prescriptive guidance for higher quota attainment and sale close monitoring
  • – Seamless recommendations for add-on products during the right phase of the customer journey increasing average sale size
  • – Ascertaining marketing attribution and contribution to closed business
  • – Improving customer engagement models through predictive case routing and contextual data in real time to empower customer service professionals

SugarCRM Mobile Version 24.0 is now Live!

SugarCRM Software Update
SugarCRM Software Update Notice

SugarCRM Mobile Version 24.0 is now available for download on iOS and Android devices

This release addresses issues identified in prior releases of SugarCRM Mobile and adds an additional feature to the app:

Custom List View Filters

SugarCRM Mobile 24.0 - List View Filter

As requested by many, you now have the option to create custom List View filters in any module.

To do so, navigate to a modules List View via the menu bar.

Click on the button in the top left that selects by default all records in the module.

Select the new ‘Create Filter‘ option to start adding a new custom filter.

As with the desktop version, you can select one or multiple fields, operators and variables to filter your search results by.

Select the ‘Field’ dropdown list and select a field to filter by.

Once selected, dependant on the filter, you will be presented with various operator options. Select one of the operators.

A third option will appear where you can either type or select one or multiple values.

Use the ‘Add Filter‘ option to add a further criteria to your filter.

Once done, give your filter a name.

Keep the ‘Save to server‘ checkbox ticked if you want to make this filter available for you on desktop view. If this checkbox remains unticked, the filter will only be available to you on the mobile device you created the filter with.

Click ‘Save‘ in the top right corner.

SugarCRM Mobile 24.0 - List View Filter

You will notice that the filter name you applied has been added in the top left corner of the modules List View. This indicates that the List View results are currently filtered by your selected search criteria.

To remove your filter, click on the filter name which expands the dropdown list where you should then select the ‘All [Module Name]‘ option. e.g. ‘All Accounts’.

If you want to edit or delete your filter, click on the pencil icon next to the filter name. The ‘Delete’ option is located at the bottom of the screen.

SugarCRM Mobile 24.0 - List View Filter 3

SugarCRM Mobile 24.0 - List View Filter 4

SugarCRM Mobile List View Filter 5

 


More details about this update and any fixes may be found through the following release notes:
SugarCRM Mobile for Android Release Notes 24.0
SugarCRM Mobile for iOS Release Notes 24.0

SugarCRM Mobile Version 24.0 is compatible with Sugar 8.0.x and above. Please review the Mobile Supported Platforms page for more information about device compatibility.

All existing installations of SugarCRM Mobile will be upgraded through the phone or tablets’ native upgrade functionality. Alternatively, upgrades can be performed by searching for “SugarCRM Mobile” in the application store for your device or using the following links:
Google Play Store
Apple App Store

Want to know what version your mobile app is on?
Check the bottom of the apps login page, it will show you your current app version!

 

SugarCRM Version 10.1 (Q3 2020) Update – Release Notes

SugarCRM Version 10.1 (Q3 2020) has been released!

In this post, we explore the changes users should expect in the SugarCRM Version 10.1 (Q3 2020) Update.

SugarCRM’s Version 10.1 update applies to Sugar Professional, Sugar Enterprise, Sugar Sell and Sugar Serve Users. If you are hosted with Sugar, you either have already or will receive this update within the next weeks.

Note: SugarCRM Version 10.1 is only available for SugarCloud (Sugar-hosted SaaS) deployments. If you are hosted on-site or with us, you will be receiving your next major release in Summer 2021.

SugarCRM Version 10.1 Release Notes

Let’s take a look at the new features added to Sugar (we will highlight if any of these features have been added to the Sugar Sell, Serve, Sugar Enterprise and/or Sugar Professional edition).

Purchases and Purchased Line Items

Note: Sugar Sell and Sugar Serve feature only.

The new Purchases module shows each good or service a customer has bought whilst the Purchased Line Items module captures each time it was bought, providing a historically accurate record of sales and customer worth while supporting post-sale operations.

Purchases and purchased line items are automatically generated for “Closed Won” opportunities with revenue line items, if the line items “Generate Purchase” dropdown equals “Yes” (default value).

SugarCRM Version 10.1 - SugarCRM Purchases Module

You can access the Purchases and Purchased Line Items module via the menu bar or via an Accounts Purchases subpanel.

SugarCRM Purchases Module Accounts Access

The Active Subscriptions dashlet is now based on purchases and purchased line items.

SugarCRM Active Subscriptions Dashlet

Manage Revenue Line Items at Opportunity Level

Note: Sugar Sell and Sugar Enterprise feature only.

Requested by many customers, the expected close date, sales stage, and service start date can now be set at the opportunity level and pushed to all open related revenue line items, saving you repetitive revenue line item data entry.

SugarCRM Version 10.1 - Edit Revenue Line Items from Opportunity

Even better, the Revenue Line Items subpanel in the opportunities create view can now be configured in Studio, so that you can display your custom fields and remove any previously displayed fields that you don’t need.

SugarCRM Version 10.1 - Modify Revenue Line Items subpanel

A couple of extra bonuses for sales management: You can now calculate discount amounts based on values or percentages (e.g. 10%) and also enter negative values (credit) in revenue and quoted line items (this feature is also available with Sugar Professional).

Workforce Management

Note: Sugar Sell and Sugar Serve feature only.

The Shifts and Shift Exceptions modules have been added to manage employees’ regular working hours as well as exceptions to their working hours (e.g. annual leave), which can be used in round robin assignments in SugarBPM.

SugarCRM Version 10.1 - Shift ManagementThe provided working hours are time zone based so that SugarBPM knows exactly which users are available at which time when applying a round-robin assignment.

Console Management

Note: Sugar Sell and Sugar Serve feature only.

In a bid to condense the User Interface layout, the Renewals Console and Service Console (available on your Dashboard) were previously introduced.

To optimise these consoles, admins or dashboard owners are now able to further modify the console module tab view.

SugarCRM Version 10.1 - Renewals Console

  • You can re-arrange the position of each dashlet
  • You can edit the dashlets
  • You can remove dashlets via the settings cog in the top right corner of each dashlet
  • You can click on the pencil icon in the top left corner of the dashlet view and add new dashlets

You will also be able to modify the consoles module tab List View by amending/adding/removing new columns. Check this video on how to make these changes:

Fur further details on how to configure the consoles, please check the detailed documentation on this for Sugar Sell and Sugar Serve.

Record View Dashlet

Note: Sugar Sell, Sugar Serve and Sugar Enterprise feature only.

You should already be familiar with the Record View dashlet.

SugarCRM Version 10.1 - Record View Dashlet

This dashlet is now available on all Sidecar modules except “Emails” and “Forecasts” as well as the Renewal Console.

Access the Record View dashlet layout in Studio to apply any modifications that you require:

SugarCRM Version 10.1 - Record View Dashlet Studio Layout Change

Comment Log

Note: Sugar Sell, Sugar Serve, Sugar Enterprise and Sugar Professional feature.

Users now have the option to be notified via email when they are mentioned in a comment log entry by enabling the ‘Email on Mention‘ checkbox in their profile.

Admin users can configure the comment log email notification template via Emails > View Email Templates.

Configurable System Email Templates

Note: Sugar Sell, Sugar Serve, Sugar Enterprise and Sugar Professional feature.

Additional system email templates are now available for configuration by admin users via Emails > View Email Templates:

  • Assignment Notification Emails
  • Call Notifications Emails
  • Meeting Notifications Emails
  • Scheduled Report Emails

Refresh Button

Note: Sugar Sell, Sugar Serve and Sugar Enterprise feature only.

The Refresh button has been added to the list views of all SugarBPM modules to allow users to quickly refresh the list view results without having to reload the browser.

The same applies to the Cases, Tasks, Leads and Opportunities tile view to allow users to quickly reapply filters after making changes to the displayed records without having to reload the browser.

Record View Enhancements

Note: Sugar Sell, Sugar Serve, Sugar Enterprise and Sugar Professional feature.

Auto-focus cursor on first field in record view

When creating or editing records in Sidecar modules, the cursor is now automatically focused on the first field (e.g. Subject) in the record view layout.

Clickable hyperlinks in text area fields

Hyperlinks in text area fields are now clickable and will open the link in a new tab.

SugarCRM Version 10.1 - Textarea Hyperlinks Clickable

SugarIdentity

Note: Sugar Sell, Sugar Serve, Sugar Enterprise and Sugar Professional features where SugarIdentity is enabled.

SugarIdentity now supports duplicating and deleting records in the Employees module.


Conclusion on SugarCRM Version 10.1

Please don’t hesitate to contact us should you require any further information on SugarCRM Version 10.1 and we will be more than happy to help you!

Want to know what was released in Sugar 10.0 this summer? Check out our previous blog post here:

SugarCRM Version 10 (Q2 2020) Update – User Interface Review

New to SugarCRM?

Click here to Sign up for FREE!

PHP/Javascript Developer – Peterborough

SugarCRM Developer Job
SugarCRM Developer Job

 

Sugabyte is looking for a positive and driven developer to join our growing team of professionals providing state-of-the-art CRM solutions to our customers globally. 

Having existing development experience with PHP and Javascript is essential, but we don’t expect you to know SugarCRM. 

You’ll feel part of the team here at Sugabyte working alongside management, sales, support – and of course development. 

Projects that you will be working on include custom integrations using the SugarCRM REST API, custom enhancements to the SugarCRM application and product-based assignments which will make its way to the marketplace to thousands of businesses. 

Our main focus on recruitment, is you, over your skill-base. We’re lucky that our careful selection of members to date has resulted in a wonderful working environment.

Your duties include:

  • Writing clear and carefully thought out PHP and JavaScript.
  • Have good communication skills
  • Be part of the initial design process on certain projects
  • Work well under pressure and efficiently towards deadlines
  • Have an eye for detail and documenting your work
  • Positive outlook when troubleshooting
  • Assist occasionally with troubleshooting customer systems
  • Work as part of a team, and sometimes on solo projects to deliver solutions

About you

  • Have a passion for technology and development
  • Work well in a team with good communication skills
  • A good level of understanding of PHP, Javascript, MySQL, Linux, Apache & GIT

What we offer

  • Training & Support throughout your career
  • Competitive Salary dependant on experience

How to apply:

Email your CV to [email protected]

Note to Recruiters and Placement Agencies:  Sugabyte does not accept unsolicited agency resumes. Please do not forward unsolicited agency resumes to our website or to any Sugabyte employee. Sugabyte will not pay fees to any third-party agency or firm and will not be responsible for any agency fees associated with unsolicited resumes. Unsolicited resumes received will be considered the property of Sugabyt and will be processed accordingly. 

Sugar Sell & Sugar Serve – Collaborating for Better Customer Experience

OK

Perfect customer experience can be ruined by a lack of collaboration between the different departments that make up an organisation.

To provide a high level of customer experience across departments, each department should be empowered with the necessary data and tools specific to making their job easier and more efficient. By providing teams with cross-department data and tools specific to their function, organisations create a better experience throughout the Customer Journey and achieve better ROI on software investment overall.

Strengthening Sales & Support

Due to to the time and attention reps spend building relationships with customers and the many emails, phone calls and visits required to close sales. Reps generally have a better understanding of customers requirements and the specific details of products or services they use in comparison to support/service staff.

During support enquiries, customers expect the same personalised experience and high level of service they receive during the sales process.

Once a rep has built a strong relationship with a customer, the customer can often feel betrayed if support/aftercare are unable to provide the same level of experience.

A positive support experience builds trust and strengthens the relationship with the customer whereas bad support can leave customers feeling like they only receive a good experience during the sales process.

To avoid this issue, it is vital to ensure support staff have the necessary data and software they require to deliver on sales reps promises. This means being able to organise, prioritise and resolve issues as quickly as possible. Resulting in long-lasting customer relationships while ensuring reps are undisrupted and focused on selling.

 

Sugar Sell & Sugar Serve

In a bid to provide specific functionality to empower support staff and strengthen the communication between sales and support teams, Sugar introduced Sugar Serve as part of ‘The New Sugar’ (as a separate licensing option in 2019.) With Sugar Sell (Sugar’s cloud-based CRM) and Sugar Market (Sugar’s All-in-one Marketing Automation Solution) completing the trio.

Click here to learn more about ‘The New Sugar’.

Sugar Sell licenses harness advanced opportunity management features such as ()  With Sugar Serve licenses, this functionality is replaced with advanced Service Management functionality such as the Self Service Portal and Intelligent Case Rerouting.

Sugar Sell – The award-winning sales automation solution renowned for its intuitive user interface, extensibility, and customer satisfaction.

Sugar Sell Key Features

  • Optimised for Sales professionals
  • Advanced Reporting and Customisable Dashboards
  • SugarBPM Advanced Workflows
  • Accurate Forecasting
  • 360-degree Customer View
  • Easy Access to Product Catalogues
  • Intuitive UI

Sugar Serve – Sugar’s new customer engagement centre solution designed to streamline case management and issue resolution.

Sugar Serve Key Features

  • Optimised for Support/Customer Service professionals
  • Advanced Reporting and Customisable Dashboards
  • Time-aware Case Tracking
  • Case Prioritisation
  • 360-degree Customer View
  • Intelligent Case Management
  • Self Service Portal
  • Knowledge Management
  • Intuitive UI

Both licensing options are built on Sugar’s core CRM user interface, function the same in many ways and integrate seamlessly as a result. Leveraging Sell and Serve licenses results in a constant flow of Data and Insights between Sales and Support teams. Resulting in a complete customer view and stronger customer relationships overall.

As a vendor, Sugar pays close attention to customers requirements with a strong focus on innovation across the platform. Sugar regularly release innovative features independent to Market, Sell and Serve which increases Sugar’s ability to future proof each solution.

Other CRM’s on the market require heavy configuration to deliver a solution optimised for support cases like Sugar Serve, Sugar provides Serve as an out of the box licensing option with reduced pricing for users who require access to both Sell and Serve license types.

Concluding Thoughts

Leveraging Sugar Sell and sugar Serve licenses across your Sales & Support departments helps organisations create better Customer Experience and deliver better ROI on software investment.

Combining Sell and Serve licenses makes it easier than ever to create a bidirectional stream of data between Sales and Support without disrupting each department’s main focus. Allowing reps to focus on selling while empowering support staff with advanced features optimised for case handling results in a high level of customer experience throughout the customer journey. Ultimately resulting in satisfied customers and long-lasting customer relationships.

Key benefits

  • Bidirectional Data Streaming between Sales & Support
  • Advanced Insights across departments
  • Faster Support Case resolutions
  • Licence types specific to each department
  • Seamless Integration
  • Reduced pricing for combined licenses
  • Continuous Innovation across the platform

If you would like to take a closer look at Sugar Sell or Sugar Serve please get in contact with one of our SugarCRM Consultants by clicking the link below to arrange a free screen-share demonstration.

Schedule a Free Sugar Sell/Sugar Serve Demonstration

Transitioning from Sugar’s Campaigns Module to Sugar Market: Making the Switch

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Transitioning from Sugar’s Campaigns Module to Sugar Market: Making the Switch

The Campaigns module in SugarCRM was first released 9 years ago and has served its purpose as a tool to send mass email campaigns directly from the CRM. But for a while, it’s been shadowed by the immense power and ease-of-use of purpose-built Marketing Automation tools on the market.

SugarCRM has leapfrogged ahead of most of the competition by acquiring Salesfusion in 2019. Many months of development has rendered an industry leader in Marketing Automation, and now we see it in its current form: Sugar Market.

SugarCRM Sugar Market Marketing Automation Software

Everything in One Location

As an All-in-one Marketing Automation solution, developed for B2B Marketing. Sugar Market provides all the functionality B2B marketers require to execute, manage and report on the full spectrum of Marketing Activity. This means managing everything in one central location from Contact Forms to Nurture Campaigns, Evens and Landing Pages.

Switching between a stack of different tools with different interfaces and settings can quickly become complicated to manage. Managing various tools and strategies within one platform gives Marketers more time to focus on crafting killer campaigns!

  • Contact Forms
  • Landing Pages
  • Event Management (Physical & Web Events)
  • Social Media Post Management
  • Advanced Analytics
  • Nurture & Drip Campaigns

What Impact will Implementing Sugar Market have on our Organisation?

Managing everything in one tool makes it easier than ever to leverage advanced Marketing Automation features such as Web Tracking, Event Management, seamless Integration between Marketing and Sales while providing the ability to view the complete lead journey.

Below we have listed some of the typical benefits Sugar users see when implementing Sugar Market, particularly when transitioning from sending Mass Emails in the Campaigns Module.

Native Integration with SugarCRM

Sugar Markets deep integration with SugarCRM gives both sales reps and marketers access to detailed contact information at the touch of a button. Reps are provided with an Iframe of Marketing related lead information inside the CRM such as Lead Scores, Web Tracking History and more. Marketers are provided with a stream of information from the CRM such as when a contact changes Job Title or when an Opportunity is closed-won.

Synchronising this data between Sales and Marketing promotes collaboration and empowers reps to make more informed decisions about which deals and leads they should be spending the most time on and order of priority. While also helping marketers deliver more qualified and valuable leads to sales reps.

 

Give CRM Users Access to Branded Emails

Sending basic emails with the Campaigns Module can be done, but is not ideal for modern organisations who require quick access to emails, lists and campaigns. Sugar Market allows you to create branded email templates that reps can access in the CRM. This means CRM Users can easily send marketing-related emails to contacts in line with your company messaging, style and branding.

During configuration, we configure your sender and reply to emails allowing marketers to design your templates while ensuring they are delivered by the specific CRM Users email address. 

Track Leads and Contacts

With Sugar Market, you can track leads as they navigate through your landing pages and campaigns for a better understanding of their interests and intent. Anonymous leads are tracked by their IP address. This means you have a full overview of your leads footsteps prior to them providing you with their information.

As soon as a Lead gives you an email you can report on a historical perspective of their activity and understand what led them to get in contact with you in the first place.

If you are not tracking Leads you are missing out on a journey of information relating to your leads interests. By tracking leads from their first point of contact to closed-won opportunity, you’ll have a better understanding of your campaign performance and sales/marketing process in general.

Why have Sales received this Lead?

One of the most common questions sales reps ask is “Why have I received this Lead?”. Delivering this information to reps at scale can quickly become time-consuming and challenging for Marketers. Lead scoring with Sugar Market allows you to create detailed Scoring Profiles based on the value of a lead, for example, a lead that has clicked on a link in an email or visited a landing page can be automatically assigned a score accordingly showing they have performed a particular action of value.

This gives reps a full overview of why a Lead is considered qualified by Marketing – allowing reps to make more informed decisions. While strengthening the relationship between Marketing and Sales by providing a constant stream of information in real-time between the two functions.

Concluding Thoughts

Many of our customers are seeing the value in Sugar Market and have decided to make the switch from sending mass emails using the Campaigns Module to leveraging a fully-fledged Marketing Automation solution.

There are tonnes of features your organisation could be leveraging and vital information both Sales and Marketing teams could have access to making their jobs easier and helping them reach targets quicker.

For a closer look at Sugar Market click the link below to schedule a free Demo!

Book a Sugar Market Demo

SugarCRM Version 10 (Q2 2020) Update – User Interface Review

SugarCRM Version 10 (Q2 2020) has just been released!

In this post, we explore the changes users can expect in the SugarCRM Version 10 (Q2 2020) Update.

Sugars Version 10 update applies to Sugar Professional, Sugar Enterprise, Sugar Sell and Sugar Serve Users. If you are hosted with Sugar you will receive this update within the next week, if you are hosted on-site or with a partner you will be receiving this update shortly too.

Due to the large volume of SugarCRM Support tickets from our customers regarding the new layout (and how to fix a few things) we’ve created this short video explaining the new User Interface changes and how to configure them.

There is one particular change to Sugars UI you may want to revert from.

Watch our video below to find out how or follow the step by step instructions in this post.

SugarCRM Version 10 User Interface Changes

Let’s take a look at the Record View in Sugar which is where you will notice the biggest changes to the User Interface.

Side by side Field Name Placement

What we see now is the field label and value displayed side by side whereas, in previous versions of Sugar, field names were displayed above the field.

SugarCMR User Interface - Side by side Field Name Placement

This is Sugar’s attempt to consolidate the view and make it easier for you to read and display a certain number of fields on your layout.

One downside to the side by side field name view is any field names that exceed the character limit will be cut short to fit on the row. This means field names may not be displayed correctly on your current layout.

SugarCMR User Interface - Side by side Field Name Placement Example
If you are not content with the way field names are displayed with the new side by side view. Or if it has affected the way your layout is displayed in Sugar, you can revert to your original settings by following the steps below.

How to Change Field Name Placement in SugarCRM

Step 1

Navigate to your User Profile in Sugar at the top right of your screen.

SugarCMR User Interface - Side by side Field Name Placement Step 1

Step 2

Click ‘Edit’ to make changes to your User Preferences.

SugarCMR User Interface - Side by side Field Name Placement Step 2

Once in ‘Edit’ mode select the ‘Advanced’ tab.

SugarCMR User Interface - Side by side Field Name Placement Step 2.5

Step 3

Select your desired field name placement to change how field names are displayed in your layout.

SugarCMR User Interface - Side by side Field Name Placement Step 3

Step 4

Navigate to a record in Sugar and you will notice field names are now positioned ‘Above Field Value’.

SugarCMR User Interface - Side by side Field Name Placement Step 4

New Pill View for Empty Field Values

To make it easier for you to identify empty field values as you navigate through SugarCRM. Sugar has introduced a new ‘Pill View’ to the User Interface.

Sugar CRM - New Pill View for Empty Field ValuesThe Pill View provides you with a clearer view of fields that do not contain values.

Filler Field Alignment

In a bid to condense the User Interface layout. Sugar has introduced a new feature that automatically realigns ‘Filler Fields’ on your layout. This is to help users create a more condensed layout at Record View.

If you were previously using filler fields to structure rows in your layout, you’ll want to know how to restructure your layout for the alignment you require.

SugarCRM - Filler Field Alignment example

(Example of ‘Filler Fields’ displayed in the new UI – (Left) Design View / (Right) Record View)

To change the layout and expand a field to cover the entire row, head to ‘Studio’ to edit the ‘Record View Layout’.

SugarCRM - Filler Field Alignment example 2

To ensure the ‘Account Name’ field remains on the row below the ‘Website’ field. Click the red ‘+‘ sign to expand the ‘Website’ field making it fill the row then save and deploy your changes.

SugarCRM - Filler Field Alignment example 4

SugarCRM - Filler Field Alignment example 3
SugarCRM - Filler Field Alignment example 5

Now, the ‘Website’ field is displayed on its own row and the ‘Account Name’ and ‘Business Centre’ fields are displayed on a separate row below.

Preview View Layout

Another handy update to the UI in Sugar’s Version 10 release is the ability to edit the ‘Preview View’ layout.

In previous Sugar versions, the Preview View displayed the same layout as the Record View. Users can now edit the Preview View to display a different layout.

SugarCRM Preview View Layout - example 1

To make changes to the Preview View layout in Sugar, open ‘Studio’, choose the module you want to edit, select ‘Layouts’ and ‘Preview View’ from the Layouts dropdown.

SugarCRM Preview View Layout - How to make changes

Now you can change the display in the preview by rearranging fields to create your desired layout.

SugarCRM Preview View Layout - How to make changes 2

Tile View added to the Leads Module

The final change to Sugars UI in Version 10 is the addition of the Tile View in the Leads module. The Tile View allows you to ‘drag and drop’ records as they progress through stages. For example, progressing a Lead Record from a status of ‘New Lead’ > ‘Assigned to User’.

SugarCRM Tile View

To amend the Tile View click on your User Profile, go to ‘Admin’ and select ‘Tile View Settings’

SugarCRM Tile View SettingsThis is where you can select which modules have Tile View enabled, make changes to the Table Header, hide field values, amend the Operation Header and select how rows are displayed on the view.

SugarCRM Tile View Settings 3SugarCRM Tile View Settings 2

 

 

 

 

 

 

SugarCRM Version 10 Update Concluding Thoughts

We hope you found this post useful. In this version update, there are some great additions to Sugar’s User Interface that make navigating through Sugar and configuring your layouts to support your daily tasks even easier. Follow the steps in our video or instructions in this post to make changes to your layout.

Please don’t hesitate to contact us should you require any further information and we will be more than happy to help you!

For the full list of updates included in Sugar’s Version 10 (Q2 2020) Release, read our post below!

SugarCRM Version 10.0.0 (Q2 2020) Release Notes

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SugarCRM Version 10.0.0 (Q2 2020) Release Notes

Sugar 10.0.0 is available for both SugarCloud (Sugar-hosted SaaS) and On-Site deployments (see: annual release model)

This release addresses issues identified in prior releases. Please review the 10.0.0 release notes using the following links to learn more about the variety of fixes included in this release:

Customers who are upgrading to 10.0.0 (Q2 2020) from 9.3 (Winter ’20) should refer to the following sections:

For information about this release’s changes to existing functionality, please refer to the What to Expect When Upgrading to 10.0 article.

If you require any further information regarding upgrading to Version 10.0.0 please click the link below to get in contact with us!

Request Upgrade Assistance